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Patient Services Operations Specialist

4 weeks ago

Brooklyn, New York, United States UCB Full time

Make your mark for patients

We are looking for a Patient Services Operations Specialist to join our Immunology Patient Services Strategy team based in the US

About the role
The Patient Services Ops Specialist will be responsible for developing, shaping and implementing strategies and tactics that enable patients to start and stay on our immunology therapies as prescribed by their healthcare professional. The successful incumbent will be tasked with shaping and developing a fully integrated portfolio-centric strategy to elevate the Customer Experience through the lens of access and affordability solutions at the Immunology franchise level.

Who'll you'll work with
This individual will manage the relationship with current and future Hub services and affordability vendor partners tasked with elevating and transforming our support services to drive UCB market leadership and create a competitively differentiated customer and patient experience.

What you'll do
HUB Solutions: (65%)

  • Lead the strategic design and implementation for the immunology patient access and affordability support programs. These programs support both buy and bill (medical benefit) as well as specialty pharmacy products.
  • Leverage technology to improve the customer and patient experience
  • Management and responsibility for the access and affordability patient support programs including but not limited to HUB, Bridge Pharmacy and Copay programs
  • Monitor the competitive environment to create sustainable access and affordability strategies and tactics
  • Cross-functional collaboration with Brand Marketing, Sales Leadership, Market Access, Information Technology, Legal and Compliance teams
  • Measure and analyze key performance metrics related to patient access and affordability programs
  • Provide regular updates to department senior leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews

Patient Support Programs Data Integration: (15%)

  • Oversee the implementation of specialty pharmacy service and data agreements
  • Partner with UCB Information Technology to maximize the value of the data aggregator
  • Manage the data flow between all patient services partners ensuring data integrity and service level agreements are adhered to

Patient Support Training: (20%)

  • Collaborate with the Immunology Field Training Department to build and execute training on the UCB Immunology patient support programs including access, affordability and engagement solutions
  • Develop and deliver instructor led training programs on patient treatment barriers including insurance coverage, reimbursement, affordability, engagement and other pertinent issues that impact the patient's treatment plan

Interested? For this role we're looking for the following education, experience and skills

  • BS/BA degree preferred
  • 6+ years in Specialty Pharmaceutical Sales or Marketing or Marketing Operations
  • 2+ years in a commercial role where marketing of services to help patients gain access to and/or use a specialty branded drug (can be part of sales and/or marketing experience)
  • Proven understanding of both buy & bill and specialty pharmacy treatment pathways
  • Prior experience working with key internal stakeholders, including marketing and sales teams, legal, market access, privacy, and compliance. Experience leveraging sales forces to execute tactics and accomplish key objective.
  • Demonstrated ability to manage vendors in contracting, execution and refinement of program offerings.
  • Ability to travel approximately 30% of the time.

Internal applicants should be in their current job for at least 12 months, must meet performance standards and are not on formal corrective/disciplinary process (PIP), warning, final warning, or compliance warning letters within the last 12 months. Please inform your Manager or your Talent Partner before applying to any internal job opportunities.

As an Equal Opportunity Employer, we are open to all talent, and adhere to Affirmative Action principles. This ensures that all qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on US- for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.

Requisition ID: 87496

Recruiter: Rachel Kielb

Hiring Manager: Maria Louise Brooks

Talent Partner: Samuel Joseph Corvah

Job Level: MM II

Please consult HRAnswers for more information on job levels.

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